James

Respond to 30+ customer inquiries daily via phone inbound and outbound with a 98% satisfaction rating.

Adherence to HIPAA and TCPA.

Accurately processing claims for medicare, medicaid, VA, workman’s comp and private

insurance.

● Communicating EOB and COB to patients based on insurance coverage.

Troubleshoot complex technical issues involving Health Billing platform and investigate unapplied payment..

Assist with account resolution by communicating account information, offering solutions, and establishing payment arrangements.

Guide users through technical processes using step-by-step walkthroughs.

Document all interactions in FACS(Flexible Automated collection system), ensuring accuracy and consistency for future reference.

Collaborate with supervisor and system engineers to relay customer feedback and identify recurring issues.

Contributed to a 15% reduction in ticket resolution time by improving ACW(after call workrate).

Supported end users with account setup, software installations, and system maintenance.

Handled an average of 20–25 daily user tickets using Google Workspace, maintaining high SLA compliance.

Conducted remote troubleshooting sessions using TeamViewer,Zoom and Anydesk.

Provided feedback to improve internal support procedures and documentation.